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All together now -- Continuing technical issues from the legacy SPG forum

All together now -- Continuing technical issues from the legacy SPG forum

Old Aug 30, 2018, 1:01 am
  #151  
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Originally Posted by CLEguy


If only FT had a “dislike” button
+1,000,000

No kidding!

You'd have to have some mega-gigantor rolleyes emoticon as a response to that.

The lurkers have a tough job in that they have to somewhat "Toe the party line" (if you will), and at the same time advocate for all of us. Not an easy job, and although probably not fit for many, the ones here have been just fine, IMHO. Yes, this program merger has really crapped out a big nasty one, but the lurkers deserve credit for sticking their necks out... and we should all remember they come from the SPG side, so I'm going to go out on a limb and say that they are probably rolling their collective eyes with us regarding this "cluster".

Just my 2 cents.
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Old Aug 30, 2018, 3:52 am
  #152  
 
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Welcome back William.

My frustration with this mess is the lack of action taken to fix anything for the past 12 days since this process started.

Agents on the SPG side refuse to do anything to post missing stays from weeks ago, refuse to recredit the missing points from cancelled award stays and refuse to acknowledge the frustration in checking-in to a property and given a room near the car park or the stairwell because the PPE update is missing at the property level (like I am back to being a non-member from over 20 years ago). Why bother answering the phone if they keep repeating the 'party line' that everything is fine, because its not.

Just last night in Milan, I was given a standard room right next to the elevators and maids quarters and was woken up at 545 am from the noise, all because by the time I proved to the front desk agent that I was indeed a PPE member, all of the other rooms/junior suites were long gone.

Not cool.
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Old Aug 30, 2018, 6:45 am
  #153  
 
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12 days past - and that is what I get now...(21 future reservations - none showing)..

We’re temporarily unable to display the information you requested.Please try again later.

Not happy..

But the way I'm LTPP (From SPG side)..
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Old Aug 30, 2018, 6:51 am
  #154  
 
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hey folks - a couple of things:

Do you know if the [email protected] email will still be dealing with manual points posting from F&B spend?

Also, I've got a friend who recently took out a UK SPG Amex, (never had a Marriott account), and seems to missing the entirety of the points from his CC spend. I see there are others who have mentioned such issues, but we are unsure who is ultimately supposed to be sorting this out. He's been issued with a new SPG number post-merger, but not sure if this has trickled through to Amex. Any thoughts?
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Old Aug 30, 2018, 8:41 am
  #155  
 
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Originally Posted by PointWeasel
Welcome back William.

My frustration with this mess is the lack of action taken to fix anything for the past 12 days since this process started.

Agents on the SPG side refuse to do anything to post missing stays from weeks ago, refuse to recredit the missing points from cancelled award stays and refuse to acknowledge the frustration in checking-in to a property and given a room near the car park or the stairwell because the PPE update is missing at the property level (like I am back to being a non-member from over 20 years ago). Why bother answering the phone if they keep repeating the 'party line' that everything is fine, because its not.

Just last night in Milan, I was given a standard room right next to the elevators and maids quarters and was woken up at 545 am from the noise, all because by the time I proved to the front desk agent that I was indeed a PPE member, all of the other rooms/junior suites were long gone.

Not cool.
I would posit that if that many agents are "refusing" to do it, the reason is that they've been directed to (not) do it. Unfortunately, agents seem to be taking the blame for the failures of the program's leadership.

This thing has been less than smooth. Agents are the ones who get the ire of guests, unfortunately.
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Old Aug 30, 2018, 10:03 am
  #156  
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Originally Posted by PointWeasel
Welcome back William.

My frustration with this mess is the lack of action taken to fix anything for the past 12 days since this process started.
No doubt that I will probably be taken to task for not appearing to be contrite enough by dressing in sackcloth, wading knee-deep in ashes, and flogging myself with a cat'o'nine tails, but if you seriously believe that nothing at all has been fixed or continues to be worked on, then we're never going to be able to agree on much of anything.

I understand completely that members are disappointed in the issues that have arisen and that it is taking longer to sort things than anybody wants, but I can assure you that we are working diligently to get everything back in place as quickly as possible.

Agents on the SPG side refuse to do anything to post missing stays from weeks ago, refuse to recredit the missing points from cancelled award stays and refuse to acknowledge the frustration in checking-in to a property and given a room near the car park or the stairwell because the PPE update is missing at the property level (like I am back to being a non-member from over 20 years ago). Why bother answering the phone if they keep repeating the 'party line' that everything is fine, because its not.
As I have posted recently, the reality is that any completed stays that are missing from on or before August 18th are being handled by the IT team. They are running these in batches and while there has been some progress (even noted here), there is still a bit of work left to do. So, no one at the customer engagement centers are going to be able to help you with these. For any stays completed after August 18th, the new terms and conditions state to give the hotels 10 days after check-out to post stays. For those not wanting to call in or email to report a missing stay, there is a form that can be filled out here.

Just last night in Milan, I was given a standard room right next to the elevators and maids quarters and was woken up at 545 am from the noise, all because by the time I proved to the front desk agent that I was indeed a PPE member, all of the other rooms/junior suites were long gone.

Not cool.
I'm in discussion with the Hotel Compliance team to try and understand if this is really a system issue or one where the hotels have simply failed to refresh their internal CMS. Nevertheless, we are sorry for the inconvenience, but it has not gone unnoticed.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]
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Old Aug 30, 2018, 11:55 am
  #157  
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I have an interesting discrepancy. My point total on app differs from website. Both are missing some nights and points, of course, but they don't even agree with each other. Hope all get sorted out soon.
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Old Aug 30, 2018, 12:06 pm
  #158  
 
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“For any stays completed after August 18th, the new terms and conditions state to give the hotels 10 days after check-out to post stays. For those not wanting to call in or email to report a missing stay, there is a form that can be filled out”

William, it is a big relief to have you back and actually replying to people’s questions, even though I(we) don’t like all the answers. At least it gives us some hope that someone is actually reading this stuff.

I certainly hope the “new standard” by Marriott isn’t that we have to wait 10 days for all stays to post say 2 months down the road from now. If that’s where their bar is set, 10 days to post stays, there is going to be a lot of outrage. Right now we are just hoping for any past stays to post but for it to take this long in the future is a pretty bad standard.

Marriott Executive Leaderships total lack of response to its rewards members on these problems is really starting to sour me (us). Communication in these kinds of situations is one of the most important customer satisfaction requirements and it is completely absent from the top. It seems like they don’t care at all how the members are being impacted. Over 10 days into this and utter silence from the top publicly.

Usually, from my past software experience, a lack of any response means the problems are even worse than we all think they are and there is simply no timeline or solution available or that anyone of us would deem reasonable.

It is certainly a very messed up situation.
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Old Aug 30, 2018, 12:23 pm
  #159  
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Originally Posted by Bigshaker
...I certainly hope the “new standard” by Marriott isn’t that we have to wait 10 days for all stays to post say 2 months down the road from now. If that’s where their bar is set, 10 days to post stays, there is going to be a lot of outrage. Right now we are just hoping for any past stays to post but for it to take this long in the future is a pretty bad standard...
The terms and conditions of the former SPG program said to allow up to 7 days. I know that most of the time that it did not take that long, but it was still the watermark for anyone allowed to post a missing stay.

The terms and conditions of the new combined program now say to allow up to 10 days. Like you, I have hopes that once the current strain on the system subsides, it will not take that long, but it is - nonetheless - the new watermark for posting missing stays.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]
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Old Aug 30, 2018, 12:28 pm
  #160  
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Unless you want to use the points right away or are waiting for a status upgrade (or need requalification credit at the very end of the year), I don't see why it should matter much if stays post two or ten days after checkout. As long as it's quickly enough that we don't get confused about which credits need to be verified, this just doesn't seem very important to me.
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Old Aug 30, 2018, 12:40 pm
  #161  
 
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Kiss the blarney stone, William is back.

I took screen shots of both accounts before the merge. It started out way off in multiple areas, but slowly and methodically it has been corrected- except for one aspect. When I hit the merge button on the website, my total nights should have gone to 82 combined. As others have stated, the counts are off here. Mine is now short by 8 nights and you really can't ascertain where (SPG or Marriott) because of the transition/ merge. Other than this, I'm okay with things.
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Old Aug 30, 2018, 12:49 pm
  #162  
 
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Originally Posted by Starwood Lurker
No doubt that I will probably be taken to task for not appearing to be contrite enough by dressing in sackcloth, wading knee-deep in ashes, and flogging myself with a cat'o'nine tails, but if you seriously believe that nothing at all has been fixed or continues to be worked on, then we're never going to be able to agree on much of anything
Your allusions to the OT are pretty cool. I like it!
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Old Aug 30, 2018, 4:22 pm
  #163  
 
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Interesting pop-up when I logged into my combined account just now. Personally, it appears to minimize the problems and speaks of them in the past tense as if anyone who still has problems must be in a very small minority. I for one have combined my accounts...and now....13 days in, my nights and points are still wrong AND the APP shows different info than the website....

"A note to our valued members,

On August 18 our combined loyalty program launched. For some of you, this raised questions and at times, issues, around your account reflecting accurate and current information. We truly apologize for the challenges you may have experienced. Please rest assured, we have all the records in hand and we will continue to populate accounts that may be impacted (reminder: normally we post updates on your stays 72 hours after a stay).

If you wish to add up all nights, points and stays across your Rewards and SPG accounts into one, you must take the active step to combine accounts, even if you had already linked prior to August 18th. While this extra step might feel redundant, this puts the control for deciding which account profile, along with account preferences, into your hands.

We are continuing to update the Frequently Asked Questions on our status pagebased on our members’ questions, to help guide you through the changes. Of course, we’re always happy to hear from you if your question is not covered there. You can reach our customer engagement professionals here.

Thank you again for your patience and for your loyalty."

Last edited by dcstudent; Aug 30, 2018 at 4:42 pm
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Old Aug 30, 2018, 6:08 pm
  #164  
 
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Originally Posted by dcstudent
Interesting pop-up when I logged into my combined account just now.
I was recently shown a very similar message upon logging in. Primary difference was that the one I saw said they'd be getting around to fixing broken accounts on the order of "weeks" to come. I didn't bother to capture it, as I felt assured it would already have been posted here. Now it no longer shows if I log out and back in. In any event, that kind of timescale seems reasonable (edit: as in to be expected, not as in perfectly acceptable) at this point, so I'm glad to at least see them slowly (selectively?) beginning to own it. Stay tuned for a good long while folks...
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Old Aug 30, 2018, 6:26 pm
  #165  
 
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Originally Posted by dcstudent

"A note to our valued members,

...We truly apologize for the challenges you may have experienced.
Finally a proper reply. And no self-flogging needed.
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